You are part of a strong Service Delivery Management team with a cross-functional approach. You are responsible for tactical management in operational support, maintenance, and development activities for the applications/software that Ypto manages for its end client (NMBS). The role combines functional management responsibilities with service management expertise, along with practical Application Development Management (ADM) expertise. As such, you are responsible for quality monitoring of delivered services and continuous improvement of service tailored to the needs of our end client.
For this service, you work closely with our internal organization and external partner(s) to jointly control, guide, improve, and anticipate the quality delivered. We are looking for a senior profile with a strong understanding of Service Management (ITIL v3) on one hand, and Application Development Management (ADM) in terms of management (steering rather than execution) on the other hand, with experience in collaborating with international external partner(s).
Responsibilities:
- Ensure supervision and guidance of various IT application teams to deliver IT services in collaboration with our external partners and internal services.
- Set and measure performance objectives and provide regular one-on-one feedback to the responsible individuals of the various IT application teams.
- Capture and align the needs of the end customer to optimize existing services and define new services, including analyzing possibilities to use available tools.
- Tactically manage the service by guiding incident resolution, problem management, change management, and release management for the applications in the portfolio.
- Contribute to the setup and management of the SACM database (CMDB).
- Develop relevant statistics, measure and publish the performance of delivered services through SLAs and enable continuous improvement activities in collaboration with peer groups.
- Collaborate closely with all IT management staff in identifying, evaluating, selecting, and implementing specific information technologies that support business plans and IT strategies.
- Ensure that the department adheres to policies and procedures that comply with industry and regulatory policies.
- Oversee that the developed service management processes are followed and assist in steering where necessary.
- Maintain a good understanding of technology and its application to achieve business objectives.
- Act as a central point for communicating related system issues within the department and collaborate with other teams and vendors on changes, fixes, and updates.
- Manage the release process for applications, including effective department-wide communication with end-users.
- Negotiate the resolution of conflicting requirements between agencies and/or departments.
- Act as a backup for fellow Service Managers.
- Coach junior colleagues within your field.
Requirements
- Knowledge of business application development in various technologies.
Ability to lead and guide staff in integrating IT services with unit work requirements and outcomes.
- Knowledge of information technology disciplines; e.g., software applications and interfaces, production processes, quality assurance and system management, etc.
Knowledge of service management processes and systems, ITIL v3 / ITSM.
Excellent written, oral, instructional, presentation, and interpersonal skills focused on motivation and a positive attitude.
- Good proficiency in Dutch, French, and English, both orally and in writing.
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Highly self-motivated, change-oriented.
- Ability to handle confrontations appropriately and manage disputes in the right manner.
- Capable of communicating clearly and concisely to management and cross-functional departments or teams, both orally and in writing, and through images or diagrams when applicable.
- Knowledge of new technologies and staying updated on updates and changes.
Experience in planning and managing RUN activities within an ADM domain.
Our Offer
In our open company culture, you work behind the scenes on the digital transformation of NMBS. You have a job with societal impact and room for your own input. In addition to a good work-life balance and a competitive salary, you receive the following benefits:
- Possibility of teleworking + flexible schedule.
- 35 days of leave.
- Company car + public transportation subscription.
- Target bonus.
- Comprehensive insurance package - enrollment without personal contribution, except for outpatient costs for family members.
- Hospitalization and dental care for the entire family.
- Outpatient costs (medical expenses separate from hospitalization).
- Group insurance: supplementary pension, disability, and death (cafeteria plan).
- Workplace accidents (beyond legal requirements).
- Meal and eco vouchers.
- Net allowances for teleworking and carwash + internet budget.
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